Operations Manager

About the Role

We're seeking an Operations Manager to own the day-to-day operational excellence of our luxury travel business. This is a hands-on role that combines process improvement, quality management, customer success, and systems administration. You'll be the operational backbone that enables our Travel Team to focus on delivering exceptional client experiences.

Why this role matters: Our team's success depends on seamless operations, documented processes, efficient systems, and proactive customer success management. You'll directly impact client satisfaction, team productivity, and company scalability.

Key Responsibilities

1. Process Management & Documentation (25%)

• Write, edit, and maintain SOPs for all trip-related processes (trip planning, vendor coordination, escalation handling, etc.)
• Create and update macros, checklists, and templates in Monday.com, Google Workspace, and other tools
• Document lessons learned from escalations and complex scenarios for team learning
• Implement process improvements based on team feedback, client feedback, and operational gaps
• Audit process adherence and provide coaching when SOPs are not being followed
• Version control: Keep documentation current and accessible to all team members

2. Systems & Automation (20%)

• Administer systems: Monday.com, Zendesk, Google Workspace, Guru (knowledge management)
• Create automations for repetitive work (booking confirmations, follow-ups, escalation routing, etc.)
• Build workflows that reduce manual data entry and human error
• Configure templates and macros for common tasks (welcome emails, proposal templates, QC checklists)
• Integration management: Ensure all tools talk to each other smoothly
• Admin panel optimization: Detail new features and capabilities needed to support growing processes

3. Quality Assurance & Compliance (20%)

• QA on all client communications (emails, confirmations, itineraries) before they go out
• Manage client issue audits (investigate why escalations happened, document root causes)
• Create quality check points (pre-trip, during-trip, post-trip checklists)
• Monitor SOP adherence and provide corrective coaching
• Track data accuracy across trip requests, vendor information, client preferences
• Develop quality standards and metrics for client satisfaction

4. Customer Success & Renewals (15%)

• Manage customer success tracking: Monitor trip progress, proactively communicate with clients
• Handle renewals: Track renewal timelines, create renewal workflows, ensure seamless continuation
• Manage customer data: Keep client profiles, preferences, and history up-to-date
• Track usage across membership types and identify at-risk customers
• Post-trip follow-ups: Ensure clients receive thank-you notes, feedback surveys, and renewal outreach
• Retention analysis: Report on what's working and what's at risk

5. Onboarding & Training (10%)

• Manage client onboarding: First welcome email, client profile setup, preference gathering
• Train new Travel Team members on all processes, tools, and company standards
• Maintain training materials: Documentation, checklists, video walkthroughs
• Track training completion and ensure competency before independence
• Handle new hire preferences in systems (permissions, access, settings)

6. Capacity Planning & Reporting (10%)

• Capacity planning for trip team: Monitor workload, identify understaffing issues, forecast needs
• Track data across request types: Volume, complexity, turnaround time
• Generate operational reports (metrics, trends, recommendations)
• Monthly dashboard reporting: SOP adherence, escalations, QA results, customer health
• Provide CoS with actionable insights to improve operations

Who You Are

Required Skills & Experience

• 3+ years in operations, customer success, or business operations (travel, hospitality, or customer-facing business preferred)
• Strong organizational skills: You thrive in managing multiple processes, details, and timelines simultaneously
• Systems & tool proficiency: Comfortable learning new tools (Monday.com, Zendesk, Google Workspace); ability to configure workflows and automations
• Attention to detail: Client-facing work means errors matter—you catch and prevent them
• Written communication: You write clear, professional emails and documentation
• Problem-solving: You see issues and design solutions, not just report problems
• Initiative: You identify what needs to be done and do it without being asked

Nice-to-Have

• Experience with travel, hospitality, or luxury brands
• Experience in Zendesk, Monday.com, or similar CRMs/workflow tools
• Exposure to Google Workspace (Sheets, Docs, Gmail management)
• Basic knowledge of macros or automation principles
• Customer success or retention experience
• Data analysis or reporting skills

Soft Skills (Critical)

• Proactive: You anticipate problems and prevent them
• Detail-oriented: You catch typos, inconsistencies, and process gaps others miss
• Collaborative: You work well with Travel Team, CoS, and leadership
• Flexible: You adapt to changing priorities and emerging needs
• Curious: You ask "why?" and continuously improve
• Calm under pressure: You handle escalations and urgent issues without drama

Compensation & Benefits

Salary: $70,000 - $85,000/year (based on experience)

Benefits:

• Health insurance (medical, dental, vision)
• 401(k) with employer match (if eligible)
• Remote-friendly (distributed team)
• Professional development stipend ($200-300/quarter)
• Quarterly team events and recognition

Performance Bonus: Eligible for discretionary bonus based on operational metrics (SOP adherence, QA, efficiency improvements)